• Set and execute the overall F&B vision, annual plan, monthly plan, forecast and outlet/banquet strategies to drive revenue, guest satisfaction, and brand positioning.
• Partner with Sales & Marketing to grow catering and group business; support hotel-wide initiatives and key account relationships.
• Analyze business trends and competitive set performance; implement initiatives to improve capture, average check, and guest loyalty.
• Lead menu engineering, concept evolution, and service design in collaboration with Culinary and Beverage teams.
• Represent F&B in Executive Committee discussions and contribute to hotel-wide planning, budgeting, and forecasting.
• Attend key meetings prepared and on time, including forecasting, budget and P&L reviews, resume/interview meetings, and client meetings; arrive with data, action plans, and clear follow-ups.
• Handles all union related issues with team members adequately and timely and act as a steward of Lotte New York Palace.
Operational Excellence
• Oversee day-to-day operations across all F&B outlets, banquets/events, and in-room dining to ensure consistent luxury service standards.
• Establish and monitor operating procedures, service sequences, and quality controls (food presentation, beverage execution, speed of service, cleanliness, ambiance).
• Ensure effective pre-shift communication, reservation/coverage planning, and peak-period execution for both transient and group demand.
• Lead cross-department collaboration (Front Office, Housekeeping, Engineering, Security, Finance, Reservations) to deliver seamless guest experiences.
• Drive continuous improvement using guest feedback, quality audits, and operational reporting.
People Leadership & Culture
• Recruit, hire, onboard, and develop high-performing leaders and teams; maintain robust succession plans for critical roles.
• Set clear expectations and accountability through coaching, performance management, and ongoing training.
• Build a culture of professionalism, inclusion, and service excellence aligned with luxury standards.
• Manage staffing models and schedules to balance service delivery with labor optimization.
• Promote safe work practices, compliance training, and a positive employee experience that supports retention.
• Hold structured weekly communication meetings with Culinary (kitchen) and F&B management teams to align on service execution, banquet/event readiness, staffing, quality issues, and upcoming priorities.
Financial, Inventory & Asset Management
• Demonstrate a strong, daily focus on profitability across outlets and banquets through revenue growth, mix management, and cost discipline.
• Own F&B financial performance, including P&L management, budgeting, forecasting, and monthly performance reviews.
• Own F&B financial performance, including P&L management, budgeting, forecasting, and monthly performance reviews.
• Drive disciplined cost controls for labor, food cost, beverage cost, purchasing, and controllable expenses.
• Maintain strict FTE control through workforce planning, scheduling discipline, and productivity standards; ensure staffing aligns to forecasted demand and budget.
• Oversee inventory controls and asset stewardship for china, glassware, silver, linens, equipment, and beverage programs.
• Lead disciplined monthly inventory controls (food, beverage, and operating supplies), including accurate counts, variance analysis, corrective actions, and alignment with Finance standards and timelines.
• Partner with Finance and Purchasing to ensure effective procurement, vendor performance, and contract compliance.
• Establish KPIs and dashboards (labor productivity, waste, comp sales, capture, banquet profitability) and ensure corrective actions are implemented.
• Maintain strict control of overtime and other premium pay practices, ensuring scheduling discipline, accurate approvals, and adherence to established best practices.
Guest Experience & Brand Representation
• Act as a visible leader on the floor and at events, engaging guests proactively and ensuring service recovery is executed promptly and professionally.
• Oversee VIP and special request planning, ensuring personalization and flawless execution for high-profile guests and groups.
• Build and maintain relationships with loyal guests, local partners, and stakeholders to strengthen the hotel's reputation and drive repeat business.
• Drive the achievement and maintenance of Forbes Five-Star standards for all F&B touchpoints; lead readiness planning, daily standards execution, and service recovery to successfully pass Forbes inspections ("shop") at the Five-Star level.
• Tripadvisor: Improve and maintain targeted Tripadvisor rankings/ratings for hotel F&B and guest experience touchpoints (as applicable).
• Support marketing and PR initiatives, special events, and culinary/beverage activations that enhance brand image.
Compliance, Safety & Risk Management
• Ensure full compliance with all health, safety, sanitation, and food handling requirements; lead readiness for inspections and audits.
• Oversee responsible alcohol service standards and related training; ensure adherence to licensing requirements and company policies.
• Maintain high standards for cleanliness and maintenance; partner with Engineering and Stewarding to address issues quickly.
• Support labor relations and policy compliance in partnership with Human Resources, including documentation, investigations, and corrective action.
• Proactively manage employee relations and policy compliance to minimize risk and prevent escalations, with the expectation of maintaining a record of zero arbitration cases through consistent standards, documentation, and timely issue resolution.
Qualifications
• Bachelor's degree in hospitality management, business, or related field (or equivalent experience).
• Minimum 5-8+ years of progressive F&B leadership experience, including multi-outlet and Banquet/Events oversight in a luxury hotel environment.
• Food safety certification and responsible alcohol service training preferred (as required by local regulations and company policy).
• Demonstrated ability to lead leaders, build teams, and deliver consistent luxury service standards.
• Experience achieving and sustaining Forbes Five-Star (or equivalent luxury) standards, including inspection readiness, quality assurance audits, and corrective action execution.
• Strong financial acumen with proven success in P&L ownership, budgeting, forecasting, and cost control.
• Deep knowledge of food, beverage, wine/spirits, and contemporary hospitality trends.
• Excellent communication, presentation, and relationship-building skills; comfortable engaging VIP guests and stakeholders.
• Proficiency with POS and restaurant reservation systems and strong Microsoft Office skills (Excel required).
Physical Requirements
• Able to work standing for a minimum of 10 hours a day
• Push, pull, carry, and lift at least 50 pounds
Must be able to work effectively in a demanding environment, communicate effectively with others, effectively deal with difficult or dissatisfied patrons, and accept constructive criticism
• Majority of duties performed indoors. Noise level moderate.
Compensation: $180K - $220K/Annual
• Flexible schedule required, including mornings, evenings, weekends, and holidays, based on business needs.
• Ability to be present on the floor and in event spaces for extended periods; ability to move throughout outlets, kitchens, storage, and banquet areas.
• Ability to lead in a fast-paced environment with shifting priorities while maintaining composure and professionalism.
• Hands-on leadership approach required, including regular floor presence during service and events, active problem-solving in real time, and direct coaching of leaders and teams.
• This is intended to describe the general nature of the role and is not an exhaustive list of all duties. Responsibilities may change based on business needs.
Physical Requirements
• Able to work standing for a minimum of 10 hours a day
• Push, pull, carry, and lift at least 50 pounds
Must be able to work effectively in a demanding environment, communicate effectively with others, effectively deal with difficult or dissatisfied patrons, and accept constructive criticism
• Majority of duties performed indoors. Noise level moderate
